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Product Faults and Consumer Guarantees

Consumer Guarantees Review Form

The Australian Consumer Law & Your Rights

The Australian Consumer Law (“ACL”) protects consumers by giving them certain guaranteed rights when they buy goods and services.

For example, the ACL requires that goods must be free of defects and do what they are meant to do. Services must be carried out with care and skill. These rights, which the ACL says automatically apply whenever goods or services are supplied to a consumer, are called ‘Consumer Guarantees’.

Under the ACL, these Consumer Guarantees cannot be excluded. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of “acceptable quality” and the failure does not amount to a major failure.

Consumer Guarantees have no set time limit but generally last for an amount of time that is reasonable to expect given factors including the cost and quality of the product or any representations made.

The Good Guys Refund & Warranty Policies

The Good Guys’ “Refunds & Warranties, Understanding Your Rights” brochure, sets out the minimum remedies that The Good Guys will provide to you if you buy a faulty product from The Good Guys. The policies set out in the Brochure are intended to provide you with remedies that The Good Guys believes in the majority of circumstances to be consistent with your statutory rights under the ACL in the event of breach of a Consumer Guarantee relating to faulty products. However, these policies are in addition to, and do not limit your rights with respect to, the Consumer Guarantees or any other rights and remedies that you have under a law in relation to the goods sold by The Good Guys. Your rights under the ACL may extend beyond these time periods.

If you believe that a product that you have purchased from a The Good Guys store or website is faulty please return it to your nearest store, where our team members will consider what remedy you are entitled to. If you cannot do this, or having spoken to one of our stores (and escalated the matter to the Store Manager) you are still not satisfied that your ACL rights are being appropriately observed, then you can submit your concerns in writing via the Form below. Please include the details of any remedy offered by The Good Guys or the manufacturer that was not to your satisfaction or that you believe is not in accordance with the ACL.

Fill out the form here.

Manufacturer Assistance

Many manufacturers have dedicated support centres designed specifically to deal with issues in relation to their products and may even provide in home support and advanced trouble shooting. In many circumstances the manufacturer may therefore be able to provide a quicker assessment of, and remedy for, any issue with your product, even if the manufacturer’s warranty has expired. You may therefore prefer to contact the manufacturer rather than The Good Guys, although you are not obliged to do this and, if at any time you are not satisfied with the manufacturer’s remedy in relation to your legal rights, you can contact the store manager of your nearest The Good Guys store for assistance.

What to do if you believe that a product you purchased from The Good Guys is faulty:

  1. Please return the product to your nearest store, where our team members will consider what remedy you are entitled to. If it is a Big & Bulky product (i.e. white goods, large/fixed kitchen goods, air-conditioners and certain TVs), please call your nearest store first, and we’ll advise how to proceed.
  2. If after having spoken to one of our stores - and escalated the matter to the Store Manager, you are not satisfied that your ACL rights are being appropriately observed, then you can submit your concerns in writing via the Form below.

Please include the details of any remedy offered by The Good Guys, or the manufacturer, that was not to your satisfaction or that you believe is not in accordance with the ACL.

Consumer Guarantees Review Form

 
 
 
 
 

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Upon submitting this form our team will investigate this issue and you can expect to hear from us within 2 business days.